Cancellations and policies

RESERVATION AND CANCELLATION POLICIES

Hello, Welcome to the wonderful Colombian Amazon!

We want to provide you with comfort from the moment you begin to plan your vacation, so that you can make your decisions with total peace of mind and enjoy the experience of staying with us without worries, visualizing yourself in that dream destination.

We know that unforeseen events may arise that affect your travel plans, so to offer you greater security when making your reservation, we present our reservation and cancellation policies, completely clear and transparent.

RESERVATIONS

Check-in time 03:00 pm, check-out time 12:00 am

There is an additional charge of $100,000 pesos (COP) for Early Check-In and Late Check-Out. This charge corresponds to the request for early entry to the room before the usual check-in time, or for a later departure than the standard check-out time. The aforementioned amount covers the operating and service costs associated with these special requests, guaranteeing that the guest can enjoy greater flexibility in their stay times.

Breakfasts Monday to Sunday from 07:00 am to 10:00 am

The humid zones open from Monday to Sunday from 08:00 am to 8:00 pm

Yoi Cabin and Wellness Center 08:00 am 8:00 pm

It is essential when making your reservation with us to bear in mind that the cost of the room is charged per person, not per type of accommodation. This implies that the price varies according to the number of guests, regardless of the type of room chosen.

We appreciate you informing us in advance of your expected arrival time, flights and airline in order to optimally schedule your transportation to the hotel. To do this, you can contact us through our telephone number or by email. We will be happy to help you!

YOUR RESERVATION INCLUDES:

• Airport – hotel – airport transfer: We take care of everything so you arrive without worries!
• Breakfast and dinner at the restaurant: Enjoy a delicious gastronomic experience!
• (And if you dare, you can add additional attention on the terraces!)
• Ancestral talk with Grandfather Uitoto: Learn the secrets of ancestral wisdom in a unique talk with Grandfather Uitoto.
• Night walk in the jungle: Experience the excitement of exploring the jungle under the moonlight, with a duration of 1 hour and 30 minutes.
• Hotel insurance: You are covered for any unforeseen event!
• Taxes: These are included

DOES NOT INCLUDE:

• Additional food and drinks. However, take advantage of our offer of additional food and drinks to make your experience even more delicious.
• Other activities in the region (but there are many to explore if you dare!)

RULES OF CONDUCT

To ensure that your stay is comfortable and safe, we kindly ask you to take into account some recommendations:

• Avoid bringing food to the rooms, as it could attract insects.
• Keep the doors closed to prevent insects from entering the rooms.
• Be aware of water usage, as we are in a natural environment that we must take care of.
• Dispose of toilet paper, sanitary napkins and other personal hygiene products in the garbage can to keep the area clean and safe.
• Store your valuables (jewelry, money and documents) in the safe, since the hotel is not responsible for the loss of these outside the designated areas.
• If you wish room service, please reserve it 24 hours in advance so that we can assist you properly.
• According to Resolution No. 1956 of the Ministry of Social Protection of Colombia, the hotel establishment is a smoke-free hotel, which means that smoking is prohibited inside the rooms and in the common areas of the hotel. If a guest smokes in any of these areas, either in the room or anywhere else in the hotel, this is considered a serious violation of the hotel rules, that is, a breach of the hosting contract. As a consequence, the hotel can terminate the contract immediately and ask the guest to leave the establishment, in addition, the guest must pay the cost that the hotel incurs to clean and deodorize the room affected by the smoke of the cigar.
• Buru Nature Hotel does not accept any form of discrimination, which is why the hotel undertakes to treat all people in an equal and fair manner, regardless of their gender, race, skin color, national or ethnic origin, religion, political opinion, or any other reason that could lead to making differences between people.

The hotel supports and encourages compliance with resolution 572 of 2005, which is related to the protection of flora and fauna as well as the conservation of cultural heritage and assets of cultural interest, which means that we respect and protect the places, objects or traditions that have historical or cultural value, promoting compliance with law 397 of 1997 and other applicable regulations.

Since our rooms are at a high altitude, it is very important to follow these recommendations for your safety:

• Do not run up the stairs.
• Do not lean or climb on the handrails, as it might not be safe.

Thank you for your understanding and collaboration! We are here to make your stay excellent.

PAYMENT METHODS

The following credit cards are accepted: VISA, MASTERCARD, DINNERS, AMERICAN EXPRESS

Payments can be made through a payment link, but this will have an additional value for the use of the platform, which will be assumed by the guest.

The hotel only accepts payments directly at the accommodation in Colombian pesos (COP) if you do not have a credit or debit card.

In order to guarantee your reservation, the hotel reserves the right to make a pre-authorization on the credit card provided. By confirming your reservation, the guest is considered to have read, understood and accepted the hotel’s policies, including those related to payment, rejection and cancellation.

The hotel reserves the right to cancel a reservation in the event that valid credit card details are not available.

Guests must present an official photo ID at the time of registration at the establishment. The presentation of the document is mandatory to comply with the security and registration procedures of the accommodation.

CONDITIONS OF STAYS WITH CHILDREN

At our hotel, we have a policy of not accommodating children under 6 years of age. However, for children 6 years of age and older, we have special stay conditions that we detail below. We appreciate your understanding and are available to answer any questions you may have.

One (1) child from six (6) to eight (8) years old can be accommodated in the same bed as the guardians if the room type is only for two people, so if you want the child to stay in the room, an additional charge will be made for him, which corresponds to half the value paid for one night for an adult, therefore, we suggest you reserve a triple room, as this will give you more space and comfort. It is an excellent alternative if you are looking for greater comfort during your stay.

Guests traveling with a child under the age of 18 must present two documents:

1. The child’s identity document (such as their passport or birth certificate).
2. A document that proves the family relationship between the child and the accompanying adult. This can be: The birth certificate confirming that the adult is the child’s biological parent, or a document certifying the adoptive parent’s relationship with the child, if applicable. This is necessary to verify that the adult traveling with the child has the corresponding legal relationship.

Upon check-in, parents traveling to Colombia accompanied by minors under 18 years of age must present the children’s birth certificate and a photo ID (or passport in the case of foreign guests).

If the guest traveling to Colombia with the minor is a relative of the child or their legal guardian, a notarized consent signed by both parents and a photocopy of the identity document of both must be presented. In the event that only one of the parents travels to Colombia with the minor, a travel consent signed before a notary by the absent parent must be presented. Guests planning to travel with children should request information from the Colombian Consulate before traveling.

In accordance with Colombian legislation and public policy for the prevention and eradication of the commercial sexual exploitation of children and adolescents, this hotel establishment rejects these activities and undertakes to prevent them based on Law 679 of 2001, which seeks to protect minors from exploitation, pornography, sex tourism and other forms of sexual abuse, preventive and punitive measures are established in development of article 44 of the Constitution, which protects the rights of children. In addition, Law 1336 of 2009 reinforces the protection of people with mental disabilities or who have behaviors that hinder their integration into society.

On the other hand, Resolution 3840 of 2009 strengthens Law 679 of 2001, focusing on the fight against the exploitation and sexual abuse of minors in the context of tourism. As part of these laws, tourism service providers are required to implement a Code of Conduct that promotes prevention policies and avoids any form of sexual exploitation of children and adolescents in tourism activities.

CONDITIONS OF STAY WITH PETS

In Colombia, having wild or feral animals is prohibited, and at our hotel we follow this rule to the letter. This is how we help take care of the fauna and ensure the safety of our guests. Therefore, we only allow domestic animals, specifically cats and dogs.

The owner must bring their pet’s updated vaccination card, which must include all required vaccinations. Along with the pet’s information, such as name, date of birth, breed, color, gender and any particular signs, as well as the owner’s full details. This will help us verify that vaccinations are up to date based on the pet’s age.

Pets are only allowed on request and prior authorization. Additional supplements apply per pet and night:

1. Weight: We accept pets up to 15 kg (30 pounds).
2. Quantity: One (1) pet per room will be accepted.
3. Rate: A charge of $120,000 is made for each night of stay, including taxes.

CANCELLATION PROCESS

Cancellation request:

To cancel your reservation, we ask that you send us a formal request, you can do so via email, by phone or using our reservation system. Be sure to include the following information in your request: your name, reservation number, dates of your stay, and reason for cancellation.

Cancellation Confirmation:

Once your cancellation request has been received, the hotel will send you a written confirmation within a maximum period of 24 hours on business days, indicating any applicable charges. On non-working days, the corresponding management begins within a period of 48 to 72 business hours. This means that, although no operational activities are carried out during holidays or non-working days, the care and resolution processes will begin to be executed as soon as work resumes. It is important to bear in mind that the response time may vary depending on the complexity of the process and the availability of the resources necessary for its resolution. Therefore, it is always recommended to plan in advance to avoid possible delays in urgent situations.

When tourist plans are contracted through our allied agency, Siempre Colombia, as an additional service to accommodation, and the joint payment of both services is made, it will be necessary to wait for the agency to provide us with information on the charges applicable in case of cancellation of activities, within a period of 15 days. Once this information is received, we will proceed with the full refund of the payments made (accommodation and tourist plans), discounting the charges corresponding to the cancellation of the tourist activity and the hotel.

Cancellations without charge, with partial charge and full charge:

If you cancel your reservation more than 15 days before the arrival date, no charge will apply and 100% of the payment made will be refunded.

If you cancel your reservation between 14 and 10 days before the arrival date, the equivalent of the first night’s stay will be charged.

If you cancel your reservation less than 9 days in advance, or do not show up (no show), 100% of the total reservation will be charged.

Unforeseen Circumstances:

In exceptional situations of force majeure, such as natural disasters (earthquakes, hurricanes, floods, among others), public health emergencies (such as pandemics or outbreaks of contagious diseases) or security situations that may put guests at risk, such as conflicts war or social unrest in the area surrounding the hotel, the reservation will be allowed to be canceled at no additional cost. This policy will apply regardless of the time in advance with which the reservation was made, guaranteeing that guests can cancel without penalty if they find themselves in any of these unforeseen circumstances and beyond their control.

Date Changes:

Guests can change the date of their reservation instead of canceling it, you can do so, as long as there is availability on the new requested dates. It is important to bear in mind that, if the change is made more than 10 days before the original arrival date, no additional charges will apply. However, if the change is requested less than 10 days in advance or if there is a difference in price between the original dates and the new ones, there could be a variation in the cost of the reservation. This will depend on availability and rates at the time.

Non-Refundable Rates:

Reservations that are made under promotional rates or special discounts may have different conditions than standard rates. In some cases, these reservations are non-refundable, which means that if you decide to cancel them, you will not be able to receive a refund, no matter how many days in advance you have before the arrival date. Furthermore, these reservations generally do not allow changes in dates. Therefore, it is important to review the conditions when making a reservation with these rates, to make sure that you agree with these policies.

DATA PROCESSING POLICY

In accordance with the provisions of Statutory Law 1581 of 2012 and related provisions, I authorize by my signature, as the owner of my personal data, so that they are integrated into a BURU NATURE HOTEL database for their treatment, which will include its collection, storage, use, circulation and final destination. This treatment is intended to manage the registration of guests and companions, internal administration, customer loyalty, preparation of statistics, reservation management, collections and payments, billing, economic, accounting and fiscal management, marketing activities, conducting satisfaction surveys, sending commercial communications via email, telephone, cell phone, WhatsApp or physical correspondence, commercial prospecting, internal advertising, market segmentation, and offering products and services, as well as managing the necessary registration to fulfill with the indicated purposes. Similarly, if applicable, I authorize as legal representative of the minors included as guests, so that their data is also incorporated into this database.

Likewise, I authorize in my capacity as owner and/or as legal representative of the minors included as guests, so that my (and our) personal data, including images, are incorporated into the BURU NATURE HOTEL database. AND treated in accordance with the same purposes described, which will include its collection, storage, use, circulation and final destination. The images may be published in print media, audiovisuals, social networks and web pages, and may also be transmitted and/or transferred nationally and internationally to providers of advertising or editing services.

TAXES

In accordance with the tax legislation of Colombia, foreigners and Colombian citizens residing abroad who receive the PIP3, PIP5, PIP6, PIP10 seal, tourists with a type V visitor visa (former TP-11 and TP-12 visas), type M migrant visa (former TP-7) or type R visa (resident). The corresponding visa or stamp must be shown when checking in at the accommodation upon entering the country, they will be exempt from paying the 19% tax for VAT. This exemption is only valid if a package of accommodation and services is purchased. The permit must be shown on arrival.

This tax is not automatically included in the total amount of the reservation.